Customer Service Representative
Resume:
Lillian M. Lewis
Marietta, GA 30067
Home: 770-***-**** ● Cell: 347-***-**** ● ***************@*****.***
SUMMARY OF QUALIFICATIONS
● Highly talented dispatcher and customer service representative with 20 years’ experience
● In-depth ability to think and act quickly, calmly, and accurately in an emergency situation.
● Knowledgeable of all health care plans, benefits (Medicaid,Medicare,Commercial) and government aid programs.
● Exceptional ability to speak clearly and concisely in a well-modulated voice and to use good diction
● Strong customer service, planning and organizational skills
● Type 50 wpm
PROFESSIONAL EXPERIENCE
Grady Memorial Hospital Center, Smyrna, GA
Scheduling Representative (call center) 07/21-Present
Scheduler for Grady Ponce center (Aids/ HIV)/Radiology/Neurology/Cardiology/OBGYN/Med- Sub clinics liaison to all clinical staff.
Register and create new patient accounts using Epic.
Assist Supervisor with training new schedulers on the team.
Transcribed and schedule from referrals.
Assist patients activating and troubleshooting their chart application.
Process payment to assure that accounts are current.
Schedule and provide information per financial counseling for uninsured patients.
METRO PLUS HEALTH PLAN, New York, NY. 11/16-10/2020
Eligibility Specialist (Lead)
● Utilize CSI/Power Stepp (Customer Service Interface Database) to verify eligibility and benefits for all
inbound calls for all lines of business.
● Assist members with selection and assignments of primary care physicians.
● Provide on-site, as well as telephone orientation to all new and existing members.
● Review and interpret claims for all inbound calls from providers, medical administration, and clinical staff.
● Research procedure codes to determine if authorization is required.
LOGISTICARE SOLUTIONS, Long Island City, NY 04/2015-11/2016
Customer Service Representative (Call Center)
● Assist Medicaid enrollees with “where’s my ride?” transportation inquiries.
● Schedule, modify, and cancel reservations, as requested.
● Obtain and document details of any complaints.
● Review and approve medical justification forms (2015).
● Refer unresolved customer grievances to designated department for further investigation and resolution
AEGIS COMMUNICATIONS GROUP, New York, NY 07/2011-09/2013
Medical Claims Customer Service Representative (Call Center)
● Assisted Medicare patients with benefit inquiries.
● Processed credit card and electronic check payments, in addition to setting up automatic deductions from.
Government benefits and checking accounts.
● Granted members access to care by authorizing approvals for medication.
● provided general claims support by reviewing, researching, investigating, processing and adjusting medical.
● Researched required information, listing available resources, such as mentors and internet resources
TRANS CARE CORPORATION, Brooklyn, NY 06/2010-11/2010
Dispatcher (Temp)
● Answered inbound emergency calls and dispatched assignments to field service crews.
● provided map support to crews that were in-route to an assigned job.
● Organized and relayed additional assignments to crews for replacement of canceled or reschedule.
EDUCATION
INTERBORO INSTITUTE, New York
Associates Degree with Concentration in Paralegal Studies, 1998
SKILLS
● Customer Service and Relationship Management ● Dispatching
● Administrative Support ● Call Screening
● Problem Solving ● Interpersonal & Communication Skills
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